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Thought for the day...
Free daily management tips from our team of trainers - courtesy of the In-House Training Company
Thought for the day
The full archive of free daily management tips from our team of trainers.
Download ‘The answer is – yes!’
Just for a moment, pretend to be one of your own customers. Ask one of your staff for something unusual, it may be for a product in an unusual colour, or for a product to be delivered or packed in an unusual way. What does your staff member say?‘Sorry, but no?’
‘Nobody else has ever asked for that!’
‘Not possible’
‘Can’t do it’
‘I am not authorised’
‘You’ll have to call back’
‘That’s against our company policy’
‘It’s not my fault / job / concern’
The right answer to your unusual request would have been either ‘Yes’ or ‘That’s an unusual request, I’ll find out if we can do it for you’. Your staff should not believe that it is OK to say ‘No’ to a customer. If you don’t have the authority to say ‘yes’, you don’t have the authority to say ‘no’.
© The author
This thought has been taken from Graham’s book ‘Companies don’t succeed, people do!’ Graham delivers outstanding sales training – click here for details of some of his programmes.
Previous Thoughts for the day
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‘Encourage your customers to be unreasonable’ - read more
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‘Give your customers the benefit of the doubt’
- read more
-
‘Encourage your customers to complain’
- read more
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‘Being good enough, isn’t good enough – give customers a reason to be faithful’
- read more
-
‘How to keep a customer for life – give them lots of reasons to stay’
- read more
-
‘Close the customer service department’
- read more
-
‘Customer satisfaction is everybody’s job’
- read more
-
‘Customer satisfaction is not satisfactory’
- read more
-
‘The answer is – yes!’
- read more
-
‘What are others doing?’
- read more
-
‘How can I take better care of my customers?’
- read more
-
‘Every sales call is a free market research opportunity’
- read more
-
‘The customer isn’t always right’
- read more
- ‘Give your customers more than they pay for’
- read more
- ‘Wash your dirty laundry in private’
- read more
- ‘It’s OK to spend money’
- read more
- ‘Expect the unexpected’
- read more
- ‘Have a NIZ!’
- read more
- ‘Dump trivia’
- read more
- ‘Less is more’
- read more
- ‘Speed up routine tasks’
- read more
- ‘Stop doing other people’s work’
- read more
- ‘Ask questions’
- read more
- ‘Take control!’
- read more
- ‘Listen!’
- read more
- ‘You don’t have to answer the question’
- read more
- ‘Shut up!’
- read more
- ‘Be receptive’
- read more
- ‘Go to the balcony’
- read more
- ‘Think before you speak’
- read more
- ‘You can’t stare – but you must watch!’
- read more
- ‘Don’t be predictable’
- read more
- ‘KISS’
- read more
- ‘Aim high’
- read more
- ‘Say “No.” ’
- read more
© The In-House Training Company.